Customer Support Manager (Tier 2)

Role Title: Customer Support Tier2 Manager Asset Solutions Group

Location preference:

• Austin TX
• Minneapolis MN
• Denver CO
• Atlanta GA

Role Summary

The Customer Support Tier 2 Manager leads a team of technical support engineers responsible for resolving complex customer issues and acting as a critical escalation point within the support organization. Team will manage Tier1 escalated customer support cases for multiple SAAS products that include but not limited to Maintenance Connection Meridian Redeye TMS and Vx Field. This role combines deep technical expertise leadership skills and business insight to ensure timely resolution of escalated cases drive operational excellence and foster collaboration across Tier 1 Support Technical Operations and Engineering teams. This manager also plays a key role in product readiness knowledge sharing and continuous improvement initiatives.

Key Responsibilities

Team Leadership & Operational Management

• Lead and mentor Tier 2 support engineers ensuring high performance and professional development.
• Manage workload distribution prioritize escalations and maintain service-level agreements (SLAs).
• Oversee on-call coverage and ensure readiness for major incidents and post-production validations.

Escalation & Technical Investigation

• Supervise intake and response for Requests for Assistance (RFAs) from Tier 1 Support.
• Guide the team in troubleshooting complex technical issues involving databases application servers and integrated technologies.
• Ensure effective collaboration with Tier 3 Engineering and Technical Operations for unresolved cases.

Cross-Functional Collaboration & Customer Engagement

• Act as a liaison between Support Product and Engineering teams to prioritize issues and influence release planning.
• Join strategic customer meetings to support resolution of high-impact technical concerns.
• Oversee Jira ticket management for defects and enhancement requests.

Product Readiness & Knowledge Management

• Drive creation and delivery of training materials for new releases.
• Ensure the Support Knowledge Base is accurate comprehensive and up to date.

Incident & Change Management

• Represent Tier 2 Support in triage meetings ATCM sessions and operational readiness activities.
• Lead participation in major incident calls RCA workshops and smoke testing after production changes.

Qualifications

• 5 years of experience in technical support or product support roles within a SaaS or software organization including 2 years in a leadership capacity.
• Strong troubleshooting skills across databases application servers and cloud technologies.
• Proficiency with support tools (e.g. Jira Salesforce Zendesk) and diagnostic utilities.
• Excellent communication leadership and cross-functional collaboration skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Familiarity with Agile development and release processes is a plus.

Performance Metrics

• SLA compliance for escalated cases.
• Team productivity and resolution quality.
• Customer satisfaction (CSAT) on escalated cases.
• Contribution to product readiness and training initiatives.
• Knowledge base accuracy and improvements.
• Effective participation in incident and RCA processes.